SWC Technology Partners

  • Help Desk Technical Analyst

    Job Location US-IL-Oak Brook
    Status
    Exempt
    Type
    Regular Full-Time
  • Overview

    SWC Technology Partners is searching for a full-time Help Desk Technical Analyst to join our Managed Services team. Our Managed Services Practice is an award-winning group that is supporting cutting edge technology for the mid-market in the Midwest. This role is to troubleshoot and manage needs of our customers within the established SLAs. The ideal candidate has experience working on a tier 1 help/service desk.

    Responsibilities

    • Review ticketing and monitoring dashboards for timely assignment of tickets
    • Check, validate and update ticket documentation (contact, ticket fields, etc.)
    • Quickly and accurately prioritize incidents and promote proper Incident Management
    • Troubleshoot, escalate, and/or resolve tickets within defined SLAs with cutting edge technology
    • Leverage remote support tools to resolve support requests using cloud technology
    • Identify solutions for hardware, software, and network issues
    • Assist with special projects to continue career growth and expanding skillset

    Qualifications

    • 1-4 years of experience supporting the Microsoft operating system environment and suite of products (Outlook, Word, Excel, PowerPoint, etc.), and web/networked computing environments (Windows Server and Desktop, MS Office 365, Exchange On Premise, Active Directory)
    • Prior experience with help desk processes and procedures as well as ticketing systems and IT Service Management tools is preferred
    • Ability to troubleshoot issues, identify solutions, and appropriately escalate issues
    • Bachelor’s degree preferred with an accredited college in Information Technology, Computer Science or related field
    • Strong professionalism, analytical and problem-solving skills; ability to remain calm under pressure and work in a fast-paced environment
    • Strong communication excellence (both oral and written); bi-lingual experience in Spanish is a plus
    • Bi-lingual experience in Spanish is a plus
    • Must be local to Chicagoland and have legal authorization to work in the U.S. for any employer

    Perks of working at SWC:

    • Bragging rights – Check out our Awards!
    • 401K match
    • Career development – formal mentorship programs with assigned career advocate to assist with your training and growth
    • Comprehensive health and dental plans starting on Day One
    • SWC pays for technical certifications
    • Flex time schedule
    • Free onsite gym, quarterly massages, yoga classes and fun group competitions and outings! 

    SWC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, gender transition, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

     

    Keywords: Service Desk, Help Desk, IT Service Management, Tier 2, Tier Two, Level two, Level One, Tier 1, Tier One, Level 1, Active Directory, AD, Exchange, Outlook, Excel, Microsoft Office, Remote Support, Escalation, Network, Systems Administration, Systems Admin, Desktop Support, Windows, Help Desk Administrator, IT Support, Technical Support, Technical Support Analyst